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What to do as a quick fix when the app isn’t working properly

  • Updated

Users will occasionally come up against some issues using the InnoCaption app. The most common technical issues users experience include audio issues, such as not being able to hear the caller's voice or vice versa, hearing garbled sound, static, an echo, or robotic sounds. The issues also include the app being unresponsive, and seeing a spinning sign or a "wait for ready" message that won't go away.

These issues can usually be resolved by restarting your phone or router. Generally, home wifi routers and modems need to be rebooted once in a while to resolve buffering and delay issues.

For any technical or connectivity issues you experience with the InnoCaption app, we highly recommend you take the following steps:

To reactivate the InnoCaption app on an iPhone

  1. Close all open apps, including the InnoCaption app
  2. Restart your device by powering it OFF and ON
  3. Open the InnoCaption app
  4. Tap Settings
  5. Scroll down to the bottom
  6. Tap Reactivate app
  7. You will see the confirmation message "App reactivated successfully" at the top of the screen

To reactivate the InnoCaption app on an Android

  1. Close all open apps, including the InnoCaption app
  2. Restart your device by powering it OFF and ON
  3. Open the InnoCaption app
  4. Tap Settings
  5. Tap InnoCaption Features
  6. Tap Reactivate App
  7. Tap Reactivate Now
  8. You will be taken back to your keypad

Try placing a test call to see if your issues have been resolved. If not, you may also be facing issues due to an unstable internet connection. To resolve this issue you can try restarting your Wi-Fi router using the steps below:

To refresh your router connection

  1. Unplug your router’s cord from the wall
  2. Plug the cord back in
  3. Wait 1-2 minutes until all the lights are back up

After refreshing your Wi-Fi router, try placing a test call to see if your issues have been resolved. If not, please switch your phone's internet connection from Wi-Fi to cellular data.

To switch your phone’s internet connection from Wi-Fi to Cellular on an iPhone

  1. From your phone’s home screen, tap the Settings app
  2. Tap Wi-Fi
  3. Tap Wi-Fi toggle OFF (it will turn gray)
  4. Confirm your phone still has a cellular network connection by looking for the signal bars at the top right of the screen 

To switch your phone’s internet connection from Wi-Fi to Cellular on an Android

  1. From your phone’s home screen, tap the Settings app
  2. Tap Connections
  3. Tap Wi-Fi toggle OFF (it will turn gray)
  4. Confirm your phone still has a cellular network connection by looking for the signal bars at the top right of the screen

How to turn off WiFi on iPhone

How to turn off WiFi on Android

 

If the issues persist after following all of the above steps, please contact support@innocaption.com for assistance and additional troubleshooting.  

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